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Ayorinde Idowu
Data Reporting Analyst
Swansea
Summary
Versatile Contact Centre Data Reporting and Analyst with advanced knowledge of financial, business development and operational areas. Steps into new areas with adaptable approach. Project manager and problem-solver with Over 5 years of experience in finance institution and public service.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
5
5
Certifications
1
1
Language
Work History
Contact Centre Analytics and Reporting
Driver & Vehicle Licensing Agency
Swansea, Wales
08.2023 - Current
- Extract, Transform and Load data from tools such as Hootsuite, Salesforce, Storm, and Calabrio into Excel and PowerBI to produce 8 important daily reports.
- Regularly update event hub with events like outages that could impact performance.
- Streamlined data collection and analysis for increased efficiency in generating actionable insights
- Developed comprehensive dashboards to provide real-time visibility into business performance metrics
- Improved data accuracy by implementing rigorous quality control procedures for analytics and reporting processes and carrying out daily data accuracy checks.
- Designed and implemented new reporting templates to better align with business objectives and stakeholder needs
- Evaluated current processes to develop improvement plans
Customer Service Advisor
Driver & Vehicle Licensing Agency
Swansea, Wales
10.2022 - 08.2023
- Communicated with customers via phone or email to resolve any licensing issues, ensuring all-time great customer experience and satisfaction
- Handled customer complaints, organizing and maintaining documents and records, and presenting latest information to clients
- Contributed to development and implementation of new processes and procedures to significantly increased customer satisfaction to desired level.
- Handled complex payment transactions accurately, efficiently, and appropriately documenting & recording transactions according to company policy and procedures.
- Helped 70+ licensing customers per day in high-volume Contact Centre setting and exceeded 75% quality target on consistent basis
- Maintained less than 5 minutes call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns
Team Lead, Transaction Services and Delivery (Branch)
Fidelity Bank PLC
Lagos, Nigeria
09.2017 - 09.2021
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Coordinated with vendors to ensure timely delivery of goods and services, resulting in 60% reduction in delivery times
- Managed team of 15 operators to ensure successful delivery of services and customer satisfaction
- Delivery of materials and services, resulting in improved efficiency and cost savings Monitored and reported on transaction service delivery performance, taking corrective action when necessary to ensure targets are met
- Developed automated Work from Home processes to ensure transaction service delivery during Covid lock-down
- Developed and managed branch organizational structure that allowed for effective resource allocation and delegation of tasks
- Coached and mentored operations staff, resulting in improved job performance and knowledge.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making
- Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives
- Spearheaded multiple high-impact projects simultaneously while meeting tight deadlines under pressure-packed situations
- Created detailed project plans outlining goals, timelines, resources, and budgets to ensure alignment with company objectives
- Increased customer satisfaction by ensuring timely completion of transactions and adherence to high-quality standards
Education
Master of Science - Cyber Security
Swansea University
Swansea 09.2022 - 11.2023
Skills
Team Collaboration
undefinedCertification
AWS Cloud Practitioner
Volunteer Experience
BAME Mental Health Support, 10/01/21, Present, Provide support for the BAME community., Represent the charity organisation at events.
Extracurricular Activities
Online Streaming Technician, Place of Victory Church, Swansea, 01/01/23, Present, Coordinating the streaming activity for the charity organisation programs and events., Monitoring and review productions to ensure high quality production., Collaborated to produce the standard operating procedure for the online streaming department.
Interests
Timeline
Contact Centre Analytics and Reporting
Driver & Vehicle Licensing Agency
08.2023 - Current
Customer Service Advisor
Driver & Vehicle Licensing Agency
10.2022 - 08.2023
Master of Science - Cyber Security
Swansea University
09.2022 - 11.2023
Team Lead, Transaction Services and Delivery (Branch)
Fidelity Bank PLC
09.2017 - 09.2021
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